Service Analytics

Authors

Abstract

Service analytics describes the process of capturing, processing, and analyzing the data generated from the execution of a service system to improve, extend, and personalize a service to create value for both providers and customers. This chapter explains how services, especially electronic services, generate a wealth of data which can be used for their analysis. The main tasks and methods, from areas such as data mining and machine learning, which can be used for analysis are identified. To illustrate their application, the data generated from the execution of an IT service is analyzed to extract business insights.

Keywords

service systems, service descriptions, service modelling, service programming

Subject

Service Systems

Book Chapter

Fundamentals of Service Systems, 6, pp. 179-215, Springer, December 2015